Customer Experience and Change Lead

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
Te Whiwhinga mahi | The opportunity

The National Ticketing Solution (NTS) is a significant programme of work in partnership with public transport authorities throughout New Zealand to develop one, common payments platform and service for all public transport in the country.

This will transform the way New Zealanders travel on public transport, on any mode, anywhere in the country. It is a critical part of achieving New Zealand ambitions for a safer, more sustainable land transport system.

Once the NTS has been rolled out across the country, travellers will be able to use card or smart devices to tag on and off any public bus, ferry, or train.

By 2026, customers will be able to use this single payment method on all public transport, in all regions who have joined across Aotearoa.

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As a key member of the programme leadership team, you will play a vital role in establishing this new function.

You will lead the interaction across the sector, working closely with our Public Transport Authority (PTA) partners to jointly design and develop the customer experience and change leadership that will be delivered by the NTS.


You will provide both strategic and operational leadership in customer service and human-centred design in all aspects of the programme.

This includes injecting customer focus in the operating model, organisational culture, engagement frameworks with our PTA partners and development of end-user services and interactions.


You will bring the following skills and experience:

  • Experience in delivering a customer-focused product, service, or operational function or in shaping the customer experience and delivering transformational change
  • The ability to bring together diverse perspectives and manage multilateral interactions, able to present effectively and influence executive and senior level stakeholders
  • System leadership, with the ability to develop longterm strategies which have a significant impact on organisational priorities
Ko wai mātou | About us
At Waka Kotahi NZ Transport Agency, it all starts with our people.

The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa.

Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.


Along with our other benefits we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees.


You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori.

You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

View the Position Description Applications close Wednesday 29 March 2023.

To be considered for this position you must have a legal right to live and work in New Zealand.
Waka Kotahi is an equal opportunity employer (EOE).

We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values.

Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

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